CarMax , Inc.

Review: I PURCHASED MY [redacted] FROM CARMAX ONE YEAR AGO AND ALSO PURCHASED AN EXTENDED WARRANTY PACKAGE..ON MONDAY, JULY 15 2013, I HAD MY VEHICLE TOWED TO CARMAX IN [redacted], AL WHERE IT WAS PURCHASED ALONG WITH THE WARANTY PACKAGE. ON TUESDAY, JULY 16, 2013. I RECIEVED A CALLED FROM A TECHNICIAN FROM CARMAX SAYING THAT THE CHARGES TO REPAIR THE VEHICLE WOULD BE OVER $400. MY ISSUE WITH THIS WHOLE SITUATION IS THAT THE WARRANTY IS SUPPOSE TO COVER ANYTHING MECHANICAL INCLUDING THE TRANSMISSION..I WAS TOLD IT WAS THE OIL PAN BUT THE OIL PAN ISN'T MECHANICAL AT ALL..THE CAR WASN'T DRIVING DUE TO THE TRANSMISSION. I FEEL THAT IT WAS DEFINITELY A MECHANICAL PROBLEM THAT MY WARRANTY SHOULD HAVE COVERED. I ALSO FEEL THAT IT'S NOT RIGHT TO PAY FOR A WARRANTY THAT I CAN'T SEEM TO USEDesired Settlement: I WOUL LIKE TO BE REGUNDED THE ENTIRE ANOUNT THAT I'VE HAD TO PAY FOR THIS SERVICE THAT WAS COVERED IN MY WARRANTY.

Business

Response:

August 14, 2013

Review: I PURCHASED THE EXTENDED CARE SERVICE WITH CARMAX. THERE IS A RECALL ON THE GEAR SHIFT ON THE [redacted]. TODAY MY CAR WOULDNT COME OUT OF PARK, I HAD MY CAR TOWED TO [redacted] ON [redacted]. I PROCEEDED TO ASK WHO WOULD COVER MY RENTAL CAR, [redacted] INFORMED THAT IT WOULD BE COVER BY MY EXTENEDED WARRANTY. ABOUT 3:15 I CALLED THE EXTENEDED CR & SAT ON HOLD FOR 15 MINS SOMEONE ANSWERED WE TALKED THEY TOLD ME I NEEDED TO HAVE [redacted] FILE A CLAIM SO THAT THE RENTAL WOULD BE COVER, I VERIFIED WITH HIM THAT THIS INFORMATION WAS CORRECT. HE SAID HE DOUBLE CHECKED WITH THE POLICY & SUPERVISOR. I CALL [redacted] THEY TELL ME TO GET ON THE PHONE WITH THEM & THEN CALL THEM WITH A 3 WAY CALL. I CALL EXTENED CARE BACK WAIT 35 MINS BEFORE ANYONE EVEN ANSWERS THE PHONE WE TALK THEN HE TELLS ME TO CALL [redacted], I GET [redacted] ON THE LINE WE ARE TRANSFERED TO THE CLAIMS DEPARTMENT WHERE WE SIT ON THE PHONE FOR ANOTHER HOUR AND NO ONE ANSWERS AT THIS POINT [redacted] IS NOW CLOSING. I STILL HAVE NO VEHICLE. I HANG UP CALL BACK TO THE EXTENEDED CARE LINE , WHERE I SIT FOR ANOTHER 40 MINS WAITING ON SOMEONE TO ANSWER THEY FINALLY ANSWER THE PHONE I REQUEST A SUPERVISOR, THE GUY TRYS TO HELP ME WITH THE ISSUE BEFORE GETTING A SUPERVISOR HE COMES BACK ON THE LINE AND TELLS ME IT WONT BE COVERED, I THEN DEMAND A SUPERVISOR BECUASE THATS NOT WHAT I WAS TOLD & DOUBLE CHECKED WITH THE FIRST REP FOR 2 HOURS. THE GUYS THEN HANGS UP CALLS ME BACK TELLS ME IT WAS MISTAKE, TELLS ME HE IS CONNECTING ME WITH A SUPERVISOR THAT HE TALKED TO, IM TRANSFER TO SOME VOICEMAIL, THEN THE LINE CLEARS. I CALL BACK AND SIT ON THE PHONE FOR 35 MINS BEFORE IM FED UP. IVE HAD NOTHING BUT PROBLEMS WITH THIS CAR SINCE I PURCHASED IT THROUGH CARMAX. EVER SINCE IVE BEEN DEALING WITH CAR MAX ITS BEEN A PROBLEM, MY FIRST CAR FROM THEM WAS BROKE WHEN THEY SOLD IT TO ME, THEY KEPT IT FOR 3 MONTHS TRYING TO FIX IT, THEN I HAD TO BATTLE WITH THEM FOR THEM TO GIVE ME ANOTHER CAR, THEN THIS CAR WHEN I GET I HAD TO TAKE BACK TO THEM FOR BRAKES ETCDesired Settlement: CARMAX & THERE EXTENDED [redacted], IS A SCAM. THEY ARE THE WORST COMPANY IVE EVER ENCOUNTERED WITH. THIS IS NOT THE FIRST COMPLAINT I KNOW PLENTLY OF PPL THAT DO NOT LIKE CAR MAX.I WANT THIS ESCALTED TO THE HIGHEST LEVEL. I WOULD LIKE MY RENTAL CAR TO BE COVERED AND TO BE PUT IN A NEW CAR. THIS CAR IS A LEMON A HORRIBLE CAR. I WILL NOT RECOMMEND CARMAX TO ANY I WILL NO. AND I WILL POST ON EVERY SOCIAL MEDIA SITE THERE IS ABOUT THEM, IM TEMPTED TO CALL THE PAPER! SOMEONE NEEDS TO CALL ME !

Business

Response:

August 12, 2013

Review: I bought a [redacted] from the [redacted] CarMax in May 2012. I have had the car for about a year now and have had multiple alignment issues with the car; the first alignment issue ocuring within the first 30days. I took the car back to CarMax and they repaired the problem however once the original 30 days was over the problem returned. I not knowing very much about cars drove the car as it was until one day when I was driving on the highway and a tire blew. I called roadside assistance and they put on a spare.... I then went to a tire store where I was told I needed four new tires in addition to an car alignment and balance... I had no choice but to have this work done. Within weeks of buying the new tires and having the car balanced and aligned the car again began to drive oddly a friend pointed out that the new front two tires were bald, I had no choice but to continue to drive the car even though it was beyond unsafe due to my financial situation. The car eventually became so unsafe that again I was left with no chioce but to repalace the two front tires again...so I did and again the car was balanced and aligned...everything had calmed down for about three weeks and then the car began to make a thumping sound under the car. I made an apt at the CarMax that I bought the car from and took the car in with a list of multiple problems that needed to be addressed the most serious being the thumping issue which has turned out to be that I need a new drive shaft. CarMax has now had my car on their lot for approxmitatly 30days and has not done touched it since they diagnosed the problem because everyone at the store has pushed me off to someone else. I have recieved multiple quotes from employees at the store. I have called their headquarters and am wating for a call back. This has been the worst car purchace I have ever made from day one my encounter with this company has been awful. I've been kicking myself everyday for buying a car from them.... I should have known! Stay Away!Desired Settlement: I would like the price that I paid for the car refunded.

Business

Response:

August 6, 2013

Review: I scheduled an oil change and wheel alignment for my [redacted] with CarMax of [redacted] on August 18, 2014. The service would be preformed while I was away conducting pre-deployment training at the National Training Center in [redacted], so my wife brought the vehicle in to be serviced. After the services were supposedly completed my wife left with the vehicle and noticed that the Low Tire Pressure indicator light had come on in the vehicle. She called CarMax to notify them of the problem and Tim Sullivan explained to her that this was normal and happens with newer cars after a tire rotation. This was a false statement which led to my wife continuing to operate the vehicle with the tire pressure being at an unsafe level. On August 23, 2014 the rear right (passenger) side tire blew out on the vehicle putting my wife and our 3 year old daughters lives in danger. When I heard of the incident I immediately contacted CarMax of [redacted] for an explanation and replacement of the damaged tire. [redacted], the service department manager, tried to explain to me that low tire pressure does not cause tires to blow out and it was operator error that caused the damage. He further stated that CarMax would not replace the tire and any other concerns should be taken up with the corporate office. I contacted the corporate office and spoke with [redacted] a Customer Relations employee. [redacted] then contacted me again saying that they would offer me a discounted tire. I declined because it was not my wife that performed the services of the vehicle that led to the blow out. It was CarMax, and I should be held even partially responsible for the cost of a new tire. The invoice says that CarMax "corrected the tire inflation". If this was done and the vehicle was test driven for 3 miles it should have never be allowed to leave the service area with a warning indicator light on; especially if it did not arrive with one.Desired Settlement: I would simply like a replacement for my damaged tire and installation. I feel this is the least they can do after putting my family though such turmoil.

Business

Response:

September 19, 2014

Review: I purchased a vehicle from CarMax in [redacted]. After driving it for a couple days I noticed that the tires are very unevenly worn.

I purchased a [redacted] from CarMax in [redacted] on saturday, january 25. I took it to the dealership today and they pointed out that the tires are very unevenly worn. Two are perfectly fine and the other two are just about to go bad. I took it back to CarMax expecting them to simply change out the two worn out tires, which would be at a cost of about 300 dollars. I was told by the store manager that the tires are not worn out enough to warrant changing them out, even though the other two are perfectly fine. I was also told that I could return the car and get my money back if I wasn't satisfied with the vehicle. (rather than simply replacing the worn out tires). This would leave me carless once again. I explained to the salesperson that having two worn out tires and two good tires would negatively affect the car, which anyone knows is true. the salesperson again said that there was nothing he could do as the tires were within carmax's wear range. The entire experience was pretty frustrating as ive purchased now three cars from them and had no issues. And the one issue that did come up was completely ignored.Desired Settlement: two tires. They dont even have to be new, just NOT about to go bad like the ones Ive got.

Business

Response:

February 20, 2014

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated January 27, 2014 wherein you forwarded a complaint from [redacted]. [redacted] requested in the desired settlement two replacement tires.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Katy, Texas (“CarMax”) on or about January 25, 2014.

[redacted] brought the Vehicle to the Sales Department to address tire concerns shortly after purchase. CarMax inspected the Vehicle and found that the tires were above state standards and still within CarMax’s specifications.

CarMax previously offered [redacted] the following two options:

· To purchase two new tires from CarMax at a discounted rate.

· To return the Vehicle and transfer another vehicle in for [redacted] to review.

[redacted] declined both options of assistance.

CarMax would like to extend [redacted] the offer to purchase two additional tires at a discounted rate as a gesture of goodwill. [redacted] will have 30 days from the receipt of this letter to contact the Service Department at [redacted] to schedule a service appointment.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced and at this time considers the gesture of goodwill the resolution to this complaint.

Please contact me at [redacted] extension [redacted] with any questions you may have.

Sincerely,

Analyst, Executive Response Team

I bought from them last Monday the 29th of September, on the way home we started having issues with the vehicle, the got us in to the service center on Thursday, they still have the vehicle and they put our five days on hold to return the vehicle while it was in the shop. We were told that the dvd system that we purchased from them. Was going to be installed into the vehicle on Monday, but it wasn't, so we called and the service manager said it would be installed later in the afternoon on Tuesday. My wife and I discussed it and with all the problems that they needed to fix, the lack of communication between them and us, the check being returned to them because of their lack of signature on it, and the mere fact we have not had this car for nearly a week, we decided to return it, because the inconveniences we had to go through, and the possibility of future inconveniences is unsettling to us. I called to tell them we want to return it and they are saying we can't because the dvd system has been installed this morning, when it was only suppose to be installed this afternoon. I replied that isn't my fault in fact none of this is. It is all on your company. One manager is giving me the run around and I told him that carmax has not even signed the check and by law I can ask for it back. He said that he doesn't want to go there and wants to give me my car but let him figure out what he can do and would call me back and try to work with me, but pretty much gave me the run around again. Since I told him I want to return the vehicle due to the fact we have had to go through so much, it has left a sour taste in my mouth. We were not given that chance to have the vehicle I b our possession and to in a way test it out to see if we even liked it for the 5 days carmax gives EVERYONE to return their vehicle back to them. It has been in their possession. I've called my bank and they said I can legally ask for my check back. But carmax has this car and has had this car and they are telling me I can't return it over them installing something earlier than what I was told. Not to mention they were holding our vehicle that we traded for the 5 days we had to return it and well they extended our five days but got rid of our only family vehicle.

They lie to you.

Review: We began doing business with CARMAX approximately in mid June 2014. On Saturday, July 26th, we purchased a [redacted] from Carmax. We purchased this vehicle with the understanding that this was a 4x4 (AWD) vehicle. The documentation we received from the dealer such as the purchase agreement, advertising on the vehicle and other documentation stated that the vehicle was a 4x4 (AWD) SUV. On Monday, July 28th, I had the vehicle inspected by my auto-mechanic and he stated that the SUV was NOT 4x4 (AWD); in fact it was only a RWD vehicle. He lifted the vehicle on the elevator and we took pictures to evidence this fact. This was very upsetting, as we had already wasted several weeks with CARMAX, waiting on them to bring in SUV's from other locations and on title issues with one of the vehicles that was brought in. In addition, the aforementioned RWD SUV, also had tires that were in extremely bad shape and barely made Carmax's threading standards. Although we understand that negotiating/haggling is not part of their business model, they claim that they are customer focused. We did not feel that at all during this process.

In fact, they barely worked with us on the tire issue, and we received no apology or anything to make this FALSE ADVERTISING right. In fact, this false advertising, led to a sale that should have never occurred. We paid for the vehicle with a bank-certified check and have yet to receive our funds. In our opinion, this is as false advertising and cheating a customer. How many other customers have been sold an incorrect, very pricey product. As a result, because we are still waiting for the our funds from Carmax, we have not been able to purchase a vehicle.Desired Settlement: We would like to receive reimbursement for the interest that we will owe our bank, interest that we have foregone for our personal funds, as well as reimbursement for the time that we have lost waiting on the funds. We returned the car on July 28, 2014 and to date, August 7, 2014, have not received a check. At a minimum, we have been without a vehicle for 10 days and will ultimately be approximately 15 days.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint 10168232 received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that she purchased on or about July 26th, 2014 from the CarMax store located in [redacted] (“CarMax”). In this complaint, [redacted] is requesting to be reimbursed for interest owed.

According to our records, the Vehicle was returned to CarMax on or about July 29th, 2014. The reimbursement for the Vehicle purchase was delivered to [redacted] home address via [redacted] on or about August 11th, 2014.

CarMax agreed to reimburse interest owed until the replacement vehicle arrived. CarMax notified [redacted] that we would need a statement showing the daily interest in order to submit a refund for the interest. [redacted] should contact the business office manager, [redacted] at [redacted] x.[redacted] to submit the statement for interest owed.

CarMax appreciates the opportunity to respond to this complaint.

Please call me at [redacted], extension[redacted], if you have any questions.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like reimbursement for the interest paid for the entire time I was out the funds that were used to purchase the vehicle through August 11, 2014. The offer is unacceptable, as I have to pay interest for the entire time, and your company should be able to make this right. Aside from the fact, that no apology was received for false advertising. Also note, that you will also receive a letter from my lawyer and this complaint will also be posted to the Attorney's General office. This may seem like an immaterial small matter, but in reality there is no way to tell how many other customers have been victims of your false advertising practices.

Regards,

Review: I purchased a car at Carmax, and 5 -6 weeks later, the low tire icon came on but did not shut off so I filled the tires. In doing so, I noticed missing grommets that were supposed to be attaching the bumper to wheel well. I took the car to Carmax where purchased and their mantainence supervisor, [redacted], did an inspection up to opening the hood, which I had never done to this point. Immediately we noticed a BROKEN attachment for the front drivers headlight. The piece was snapped, a clean break, causing a wobbly headlight. [redacted] told me that "a fat guy could have just leaned on it and broke it". However, I did not buy that because there were no outward signs of a bump at all, no outward sign of anything. He told me that the "fat guy" must have popped off the grommets! He told me to just apoxy the part back together or pay to have the entire headlight replaced! Obviously very upset that I had been tricked into buying this car broken, I went immediately to the [redacted] DEALERSHIP on [redacted] in Escondido. The master Tech there, [redacted], as a favor to a low income single mother, looked at the car and noticed right away that the bumper had been "redone", he pointed out that the front bumper was only being held on by 2 grommets and that it was CLEARLY in a front end collision causing the snapped part. He told me the bumper was not put on correctly and could have fallen off at any time! When I went back to relay this to [redacted] at Carmax, he acted sympathetic and even took pictures. He insisted it would be taken care of at no cost to me. [redacted], the Service manager, admitted to me that he himself had replaced the bumper (improperly). [redacted] told me he would call the following week and 2 weeks later, I have yet to hear one word.Desired Settlement: Carmax should replace BOTH headlights since both headlights, not just the one needing replaced is heavily scratched from having been in the desert with the previous owner, it would not make sense to only replace the broken one. I should NOT have to pay a dime to get this taken care of, they are terrible and took advantage of a woman and single mother, coming in without a man and not looking under the hood, I was trusting this kind of thing would NEVER happen at a place respected like Carmax.

Business

Response:

[redacted]

Revdex.com

Review: I purchased a car from car ax just under a year old.. The car stopped on me on the side of the road.. I had the car towed to the car max in King of priussia because tha hats where I was told to bring it and a rental would be waiting for me.. I get there only to find out that the extra coverage I pay for though car max is not valid and because the car had a recall they could not provide me with a rental... I cried ...so I called the car max in Delaware where I purchased the car and was told to that they would provide a rental for me only to be told le again it's not their problem... So I pleadied and cried to have some one help me .. I was granted do a one day loaner but I had to return it the same day ...I didn't have money to rent a car which I was told to do.. I spoke to the manager at car max and he agreed to let me keep the rental until Wednesday ...that still doesn't help me because my car won't be ready until Thursday ...I can't afford to miss anymore time from work... im a single mother live alone in delawrare with no family here .. I travel to philly everyday for work... No one is trying to help me so I won't lose my job... I need a car ...please help me... I m in a desperate situationLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Allow for me to keep the rental until my car is finished.. I have no one else to turn to especially since its nothing I did

Business

Response:

September 15, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

you for forwarding the complaint received in your office from Ms. [redacted] regarding

her purchase of the Vehicle from CarMax of Newark, DE (“CarMax”) on September 6th,

2014.

Ms. [redacted] notified CarMax that the Vehicle had broken down on August 24th,

2015. In an effort of customer service, CarMax extended the use of a loaner

vehicle to Ms. [redacted] while the Vehicle was being repaired by a local Dodge

dealership for further diagnosis and repair under the manufacturer’s warranty.

Ms. [redacted] kept this loaner vehicle for the time the Vehicle was being

repaired.

These

repairs were completed and the loaner vehicle was returned to CarMax as of

September 15th, 2015.

In

the event Ms. [redacted] has any further questions, she may reach me directly at [redacted], ext. [redacted].

Sincerely,

Review: I purchased a [redacted] from Carmax of Frederick on 4/18/2015. Since then I've had my vehicle in the service shop in Ellicot city 4 times. Once for the A/C not being cold, for the a clicking in the steering area, for a humming noise in the left front end( which is now being denied). My car has had strut work, steering parts replaced and the humming noise has yet to be fixed. I was told buy [redacted]. at in Ellicot city that the issue of the humming noise was never address. [redacted]. told me face to face that this issue was due to road noise and that the tires needed to be rotated. However, the noise is still existant in my vehicle. All of the above issues have been made CLEAR to Carmax, I have been called a liar and I do not appreciate it at all. I no longer trust that carmax will service my vehicle correctly as they are tired of handling my case. It is not my fault that they are not organized and honest in their working efforts. At this point, I feel that I deserve some sort of compensation for all that I've been through in this situation. I've contacted Corportate in regards to the issues that I've experienced and I still do not trust that anyone in this company will back me up. I should at least have free oil changes by now, with all of the issues that have transpired during this time. I feel that this car could not have underwent the 127 point inspection that they claim to have done as these issues do not represent that. [redacted] said to me " it is impossible for us to look at every part of a car it would take hours and days, we dont look at the cars for issues until one is reported", SERIOUSLY? My car is in the shop again as I type this letter, I needed legal documentation for this as I feel that Carmax will now lie their way out of any and everything.[redacted]

[redacted]Desired Settlement: Car fixed properly, and some type of service coupons for my issues and trials

Business

Response:

August

5, 2015

Via Electronic Mail

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On April 20, 2015, Mr. [redacted] purchased a [redacted]

(the “Vehicle”) from the CarMax of Ellicott City, MD. In his complaint, Mr. [redacted] is requesting

that CarMax fix the Vehicle and provide some service coupons.

Mr.

[redacted] had several thirty day concerns that were addressed for the

Vehicle. There was one concern that

continued after the repairs were done.

Mr. [redacted] had lost confidence in CarMax and asked for the Vehicle to

be taken to the dealer to address this concern.

While at the dealer the concern could no longer be duplicated. CarMax has made some adjustments prior to

sending the Vehicle to the dealer and they appeared to resolved Mr. [redacted] concern.

As a gesture of good will CarMax has provided Mr. [redacted] with service vouchers. CarMax appreciates the opportunity to respond to this

complaint. If you have any questions, please call me at [redacted].

Sincerely,

Business

Response:

August 18, 2015[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE:

[redacted]Dear Mrs. [redacted], Thank

you for forwarding the response received in your office from Mr. [redacted] regarding

his purchase of the Vehicle from CarMax of Frederick, MD (“CarMax”) on April 20th,

2015. In his reply, Mr. [redacted] reiterated service concerns with the Vehicle and disputed information in

CarMax’s original response.CarMax spoke with Mr.

[redacted] on August 17th, 2015 and promptly sent service coupons per

his request. CarMax would be glad to

diagnose any additional service concerns that Mr. [redacted] may presently have.

Additionally, CarMax guarantees each prior repair with a 6-month, 6,000-mile

warranty; Mr. [redacted] may exercise this guarantee upon the return of any

concerns that CarMax previously addressed within the repair for warranty. Thank

you kindly for providing CarMax the opportunity to respond to this matter.Sincerely,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted] However, I am still concerned that my issue may not be handled properly by Carmax as they were not truthful intially. In the first response to the email they stated that the coupons had already been sent to me; shortly after me disputing that statement I was called asking to verify my address. That statement should have never been made without it being true, Carmax is just looking to cover up whatever they can so that they can keep their Revdex.com rating. [redacted] at Carmax(manager) has told me to take my Vehicle to my Mechanic for an eval. If a problem is found with the vehicle, I was told to bring the paper work back to Carmax for them to repair the noted problem.

Regards,

Review: According, to the service agreement with CarMax a customer has the right to cancel this agreement by writing into consumer programs administrator, Inc. . I have followed all instructions that was provided to me in this contract. In section 9 of, In this agreement, It state how to cancel this agreement. I am arose to find out this agreement was not cancel in July 02, 2015. I spend two days on the phone speaking with agents about this matter. nothing still been done on this issue. I requested for addition information on how to cancel this agreement. CarMax refuse to send addition documents, on our agreement. They refuse to stand by the our contract that was sign on 03/17/2010. I feel like they did not obey our agreement and refuse to refund nor pro rate this service agreement. I provided them with all service done during the period this agreement was valid

during this agreement. I lose money $1849.00 and paid out of pocket $ 4500.00 in repairs.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I will like for CarMax to stand by the contract between us, or pro rate my account. I gave them receipts of mileage, on this car. Yet I was told , she could not credit me. I spoke with [redacted] and they both work at CarMax.

They both provided a verbal statement and refuse to send any thing in writing.

Business

Response:

August 6, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted]

Thank you for forwarding the complaint received in your

office from [redacted] regarding the Maxcare service plan purchased

for a [redacted](the “Vehicle”) on or about March

20, 2010 from the CarMax store located in [redacted] In this complaint

[redacted] is requesting a prorated refund of the Maxcare

coverage.

CarMax has had the opportunity to complete extensive

research including partnering with the Maxcare provider. Neither CarMax nor the

Maxcare provider has any records showing receipt of cancellation documentation

from Ms. Williams. The Maxcare plan was purchased 5 years ago and has expired.

CarMax appreciates the opportunity to respond to this

complaint; however, CarMax is declining the settlement request as set forth in

this complaint.

Please call me at [redacted], extension [redacted] if you

have any questions.

Sincerely,

Review: Bought a car from CARMAX 8/30/13 [redacted] 2008, 20 days after I get the car, transmission goes bad, so they got it back fix it (well that's what they said) , few weeks later transmission goes bad again, plus a few sensors plus fuel pump. NO ONE KNEW WHAT WAS GOING ON. So I go back, and instead of refund my money back, I trust them and trade the car for a "BETTER" one, 4/22/14 [redacted] 2010, TRANSMISSION PROBLEM AS WELL....... they toke the car for almost a month, and gave me the car "FIXED" , week later, AGAIN MY TRANSMISSION GOES BAD..... IS A LEMON!!!!!! IM TIERD OF DEALING WITH THIS PEOPLE AND THE LIES, PAYING OVER 100$ MORE PER MONTH, PLUS A HUGE DOWNPAYMENT, BECAUSE THEY DIDNT GET MUCH CREDIT OUT OF THE OTHER CAR, SO I HAD TO PUT 2500$ OVER. I LOST ALL MY SAVINGS AT THIS PLACE. WHEN YOU BUY A CAR FROM CARMAX, SAYS THAT IT PASS THE CQC TEST, MEANS THEY FULLY CHECK THE CAR BEFORE THEY SELL IT YOU.......CARMAX BUYS CARS WITH OUT EVEN KNOWING WHAT IS UNDER THE HOOD. NO CLUE AT ALL!!!!!! I HAVE ALL THE INFORMATION, CAR TRANSFERS, DOWNPAYMENTS, PAYMENT HISTORY, ALL THE APOINTMENTS AND CAR REPAIRS AND MORE.NO MORE DEALING WITH CARMAX! WANT MY MONEY BACK.Desired Settlement: DesiredSettlementID: Refund

I WANT MY 2 DOWN PAYMENTS I LOST WITH THE 2 CARS I BOUGHT WITH THEM.[redacted] 2008 8/30/2013VIN: [redacted]DOWNPAYMENT: 2000$ TRANSFER CAR FROM ORLANDO TO SOUTH JORDAN: 899$[redacted] 2010 4/22/2014VIN: [redacted]DOWNPAYMENT: 2280$TRANSFER CAR FROM CALIFORNIA TO SOUTH JORDAN: 249$TOTAL: 5428$NOT INTRESTED ON FIXING THE CAR AND DEALING WITH THIS DEALER SHIP EVER AGAIN.

Business

Response:

July 29, 2014

Review: I work for a local car dealership and I have a customer that we are a little bit off of what he wants for his trade. I suggested taking the car to CarMax because they normally give more than what a dealership would. My customer is a very busy business man, he and I made arrangements for me to pick up his [redacted] from his office and bring it to carmax for him, prior to making these arrangements I called CarMax at the [redacted] store and spoke to a man on Friday October 18th( should be recorded) and explained to him my situation how my customer does not have time to take it to carmax and asked if it would be ok if I was only there not the owner of the car, the man put me on hold and said as long as you have ID and his registration it would be fine and I make an appointment for Monday the 21st. I drive an hour to my customers office pick up the car and drive an hour back to carmax where I was denied an appraisal I ask to speak to a manager and the guy named "[redacted]" who was wearing a white polo said I am the [redacted] I explain to him how this is bad business and I would report this to Revdex.com and he replies then get out of my businessDesired Settlement: I would seriously like this "[redacted]" to be fired for being so rude and unprofessional. also my phone call should be recorded from when I was given false information

Business

Response:

November 22, 2013

Re: Mr[redacted]

Dear [redacted]:

I am writing you in response to your letter dated October 21, 2013, wherein you forwarded a complaint from [redacted]

[redacted] brought his customer’s vehicle (the “Vehicle”) into a CarMax store located in [redacted] (“CarMax”) on or about October 21, 2013 to have it appraised. CarMax declined to appraise the Vehicle because he is a dealer with CarMax. Appraisal services from CarMax are only offered to retail customers.

CarMax has partnered with the appropriate parties and has communicated [redacted] experience.

CarMax thanks [redacted] for his feedback. As always, CarMax appreciates the opportunity to respond to this complaint.

Please contact me at [redacted] extension [redacted] with any questions you may have.

Sincerely,

[redacted], Executive Response Team

Review: Cancelled Extended Service Contract to my totaled out vehicle without my permission.

I was involved in a major auto accident on 8/28/14 where I was injured my vehicle is at an auction yard totaled out in [redacted] My attorney [redacted] is handling my personal injury claim so at first I started working on my Property Claim with the assistance of my then insurance [redacted] to which [redacted] completely dropped the ball and now I am on my own. I was looking at my purchase contract and realized that there was a service contract that I could be refunded on. So I made contact with MaxCare Administrator via online form and I was contacted via phone Monday by a gentleman ([redacted]) who left me a voice mail at 1:13 pm 12/15/14 stating that CarMax cancelled my service contract in October and it should up on there November statement and I should make contact with them. I received a call from [redacted] or [redacted] in service at 3:36 pm 12/15/14 who left me a voice mail and said my service contract expired on 8/27/14 and it was only good for two years. Which is completely wrong because my service contract is for 72 Months or 100,000 miles I purchased the [redacted] on 7/9/12 and when the vehicle was totaled it had 69864 miles on it. I called back into Carmax at 3:59 pm trying to reach [redacted] instead I spoke to [redacted] because of course [redacted] was in a meeting. I told her that [redacted] was wrong he was quoting me my factory warranty expiration from Nissan. I told her that I wanted to know who had permission to cancel my service contract because I surely didnt authorized it. I have an extensive background in the car dealership industry and I know how there policy and procedures work and what they did was absolutely illegal. [redacted] stated to me on 12/15/14 that [redacted] probably cancelled it and I told her what why would they cancelled it my vehicle is a total loss and the refund doesnt go to them it comes to me. She said she would make contact with [redacted] 12/16/14 and find out if they had any information. So I waited till 10:00 am 12/16/14 and received no call from [redacted] so I called her before Noon and she stuttered saying she left a message I asked her with who and she couldnt answer me she said let me try and call them right now to which I haven't heard anything. I told her that I didn't want to here from anyone but there General Manager. I guess he must be in meetings with [redacted] because no one wants to deal with this.Desired Settlement: I want my refund on my service contract and if this isnt't resolved by the end of the week of 12/15/14 I will getting my attorney involved. They already know the particulars but are staying at bay awaiting what I can get resolved first.

MaxCare Service Contract

Policy Number [redacted]

Business

Response:

December 18, 2014

Review: My car was towed to CarMax in Laurel, Maryland on Thursday 3/13/14. It was looked at on Friday, 3/14/14. [redacted] called me to inform me that the mechanic said that it was the fuel pump that needed to be replaced per the diagnostic test. I told him that it was ok to work on the car and he stated that it was covered under my [redacted], so my co-pay would be $250.00. Then I received a call a little later during the day by [redacted] stating that after further inspection of the car the mechanic noticed that I needed my spark plugs replaced, so I had them replaced. I picked up my car, and my car felt like it was going to cut off. So, I had them to look at the car again. The mechanic said that I needed an oil change, because it had 3 quarts to much oil, and that I needed my spark plugs replaced because they were filled with oil. The manger [redacted] made me pay for the spark plugs again because they were covered with oil. I argued that I shouldn't have to pay for them again because they were just replaced, and he said that I still had to pay for them plus the oil change. I told him the [redacted] checked the oil levels and that they were fine, I said that if it was [redacted] that put to much oil in the car that CarMax would've seen it the first time that they replaced the spark plugs. I paid for that bill. I picked up the car and drove it then the service engine soon light came on. I took the car back and I asked for a different mechanic to look at my car. The results were code [redacted]. [redacted] told me that the code meant that I needed a catalyst converter, and my O2 sensors needed to be replaced. He said that the cost to repair the car would be $2200. I told him that CarMax should pay for the repair because I didn't have this code on my car when I brought it in. [redacted] told me that it was due to the oil levels being to high. I tried to argue that if it was to high then they would've detected that when they replaced the spark plugs the first time.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I think that CarMax should fix my car at no cost to me due to a mechanic's negligence to repair my car properly.

Business

Response:

May 9th, 2014

Review: I came in to buy a car and had a trade in as well. I gave CarMax the exact amount of the payoff from my lender and they didn't apply that correctly in the system. They pulled the amount of the payoff from the buerau and the amount given was put in according to that. I received a phone call from the sales Manager [redacted] at the East Wichta location that I owed 700.00 more then what was originally put on my loan. This would have made the payments on my loan go up and it wasn't in my budge. This in turn caused me to have to bring back the car that I originally purchased which was an [redacted]. I had to purchase an [redacted] model which had more miles and less options and was cheaper. I asked the manager [redacted] what he would be willing to do for me for having to go with a vehicle I didn't really want and that had problems with it anyway. He proceeded to ask me what I think he should do and I told him that is something he needs to be coming up with. He just offered one tank of gas and to buy me dinner. Not good enough!!! This waisted my time and time off from work to change out cars.Desired Settlement: I beleive this CarMax location should provide me with free oil changes and car washes for a year along with 250.00 in accessory purchases. I think this is only fair since I had to bring back the car that I wanted and had to take time off work to do this.

Business

Response:

October 3, 2013

Review: I purchased a [redacted] Van on Feb. 16, 2015 from Car Max Auto Superstore Riverside, Ca. Car Max vowed that their cars are fully inspected with a 125 plus inspection. . I went to get a routine oil change on 05/13/2015 from [redacted] in Riverside, Ca. The printout stated that I needed brakes done because there were almost down to the metal, brake, abs and power steering fluid needed to be changed due the fact they were very dirty. Top right engine mount needed to fixed, and the valve covers are leaking down the side of the engine and into the sparkplugs. I immediately contacted Car Max and let them know the problems with vehicle. I went into their store the same day and gave them a copy of what needed to be done. **. their service assistant said no one was available to look at me vehicle at that time, so I left and decided I will come back another day. Well, I am a frantic about take my vehicle in to their store because I am still waiting on my new soon roof to be replaced since March 2015. I do not believe this vehicle was properly inspected as Car Max states. I would like a refund of this vehicle, repairs done at no cost, or a new vehicle that properly works. I am rejecting this vehicle and until they make an agreement with me, the will continue to hear from me and complaints will continue until each issue is resolved. Their company also denied me getting a service contract. I want answers and I want this situation resolved.

Product_Or_Service: [redacted] Van

Account_Number: 1847789Desired Settlement: DesiredSettlementID: Refund

I would like a refund of this vehicle, new vehicle of the same [redacted] Van that works properly, or repairs done at no cost.

Business

Response:

June

3, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On February 17, 2015, Ms. [redacted]

purchased a [redacted], VIN [redacted] (the “Vehicle”), at the

CarMax of Riverside, CA. In her

complaint, Ms. [redacted] is requesting CarMax exchange the Vehicle or repair the

Vehicle at no cost to her.

Ms.

[redacted] did reach out to CarMax after an oil change had been performed by another

facility. During that service visit, Ms.

[redacted] was advised of several concerns and stated that she was waiting on a new

sunroof since March. A review of CarMax’s

records indicates that Ms. [redacted] had an appointment on March 11, 2015 for water

leaking from her sunroof. CarMax

diagnosed the leak to be clogged drain lines in the sunroof assembly. CarMax unclogged the drain lines and cleaned

the sunroof seals for surface mold.

There was no mention of replacing the sunroof at that time.

Ms.

[redacted]’s other concerns were that the brakes needed replacement and an oil leak

was found. Since these concerns were out

of CarMax’s limited 30 day warranty, CarMax offered to set up an appointment to

diagnose the concerns at no cost and offered to help with the cost of the

repairs. An appointment was scheduled

but Ms. [redacted] failed to show for her appointment.

CarMax

declines Ms. [redacted]’s request as set forth in her complaint. CarMax appreciates the opportunity to

respond to this complaint. Should Ms. [redacted] wish to pursue repairs at this

time, she is welcome to contact CarMax to schedule an appointment to have the

Vehicle diagnosed at no charge. If you

have any questions, please call me at [redacted], ext [redacted].

Sincerely,

Customer Relations Analyst

Review: Car max purchased my [redacted] from us. They were to mail off the loan check to the bank holding title to release and show the loaned was fulfilled. I spoke with [redacted] from business office which continued giving me the run around with when it will be paid off and when ill receive my over payment check. Im owed over $2,000 and have still not got a straight answer with when ill received it. I purchased 3 different car transactions with car max and every time I was lied to and giving wrong and false information. I was at car max until close to midnight one day with excuses after excuses and still treated like crap. They are very unprofessional with customer relations. I was consistently having to give more money up in order to satisfy and get things going. There very unprofessional and un knowledge with transactions and how to process money .I've even spoken to [redacted] which was the general manager and she even stated I will receive a [redacted] refund check directly from [redacted] Yet that never happened either.Desired Settlement: Im wishing to be compensated for all the extra money I had to put up in order to be able to leave. I paid nearly $1,299.50 extra to be able to drive of the lot.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding his recent experience at the CarMax store located in Roseville, California. In this complaint, [redacted] is requesting a refund of extra monies that he had to pay prior to leaving the store.

[redacted] completed several transactions during the period around or about February 15-17, 2014. During these transactions, [redacted] purchased and returned a vehicle and he also purchased another vehicle. [redacted] also sold a vehicle to CarMax during this period, which warranted the cancellation of his [redacted], Extended Service Plan. According to the Business Office Associate at the above mentioned location, [redacted] was under the impression that he would be receiving a refund for a different vehicle. She stated that she was able to explain the entire transaction to [redacted], going through all of the computer screens to show [redacted] exactly what transpired. After everything was explained, it was relayed to [redacted] that he would be receiving a refund for an overpayment in the amount of $[redacted].

CarMax regrets any inconvenience that this may have caused [redacted]. [redacted] appreciates the opportunity to respond to this complaint. Please call me at [redacted], extension [redacted], if you have any questions.

Sincerely,

Analyst, Executive Response Team

Review: First, my father and I have purchased at least 7 vehicles from your stores and we have never had any issues until now. My husband lost his job back in 2010 and I didn't have a vehicle so my father purchased this car from CarMax for me and my children. I was responsible for paying the notes as I have done for 3.5 years until I fell behind due to emergency medical leave from work. I attempted to pay as much as I could on the car until I found out it had a recalled part and it stop running. I had to put a lot of money into this car although CarMax should have contacted me about the recall. Nevertheless, there was a period of time that I didn't pay and yet Car Max didn't send a letter to my father regarding the past due owed as they have ALWAYS done. I began paying on the arrears in December 2014 and have been paying up until today when I found out the debt was charged off in January without any notice or attempt to rectify the past due amount (which I could have paid). I also got a harassing phone call from [redacted] with "[redacted]" and I have filed a complaint and suit with the FCC and Attorney General regarding her mishandling and misrepresentation of facts. When I contacted CarMax and finally received authorization (although I have always had authorization), I was told that nothing was mailed out regarding this account since May 2014 which was before the past due payments occurred. I am more than willing to pay the past due amount and catch the car up to date and continue to make payments until I can trade it in since I have already fixed the car. In return the charge off needs to be reversed and a written notice sent out to that effect. Lastly, please contact Ms. [redacted] and inform her that she is not able to speak to citizens in such a threatening tone if she doesn't have any information or the ability to make payment arrangements.Location: Houston TexasMake: [redacted]Model: [redacted]Owner/Co-Ownder? NoDesired Settlement: A letter with the amount in arrears to this date and agreement to reverse the charge off and accept continued monthly payments in the amount of $490.00 until such time as the car is paid in full or traded in for full payment.

Business

Response:

April 30,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted]’s complaint with us and providing us the opportunity

to respond.

Ms.

[redacted] submitted a similar complaint to the Consumer Financial Protection Bureau. Attached is the response to Ms. [redacted]’s

complaint provided by our Compliance Manager.

Thank

you again for bringing this complaint to our attention and for the opportunity

to provide this explanation. If you have

any questions or concerns, please contact me at [redacted], extension [redacted].

Sincerely,

Paralegal

CarMax Auto Finance

CC: [redacted]

Enclosures

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

By law, a company is obligated to send notice of default and allow thirty days to cure. This never happened!! Secondly, a company is harassing me and it is against the law so I have contacted an attorney regarding both issues. Lastly, I asked for a payoff three times...first in September 2014, second in December 2014 and again about a month ago because I was attempting to pay off the difference between the trade in value and the amount owed. Therefore car max is inaccurate in their responses and should get their stories straight before responding. Moving forward, I will work with an attorney to resolve this issue and file a class action lawsuit regarding mishandling of accounts, failure to notify customers of debt with option to cure and third party harassment.